Customer Experience Project Manager

Location & Schedule

Customer Experience Project Manager – Tulsa, OK (Hybrid work schedule). Eligible for up to 50% travel across the Central Division (Southwest, Mid‑South, Gulf Coast, Intermountain).

The Customer Experience Project Manager leads initiatives that improve Customer Effort Score (CES) across four regions. The role translates CES data into structured improvement initiatives, manages cross‑functional work streams, and drives accountability for outcomes in a matrixed environment.

• Own the CES improvement roadmap for the Central Division: define initiatives, set timelines, assign ownership, and track outcomes across all ten CES elements.
• Lead cross‑functional improvement projects involving regional operations, sales, customer support, and Business Support Center (BSC) teams.
• Manage the formal action proposal process (Propose Action workflow), ensuring submissions are structured, data‑backed, and tied to measurable CES targets.
• Maintain a live project portfolio with clear status, risks, and next steps, providing the Director of Customer Experience with consistent visibility.
• Conduct periodic site visits across the regions to assess CES‑related operations and support on‑the‑ground implementation.
• Serve as the primary liaison between the region and the BSC to coordinate action on the four BSC‑managed CES elements (Credits, Dispute Cases, Unapplied AR, AR 60 Days Past Due).
• Translate CES performance data into clear, prioritized action items for CX Managers and BSC counterparts.
• Facilitate regular coordination cadences between regional CX teams and the BSC.
• Manage stakeholder relationships across multiple organizational levels, influencing without formal authority.
• Partner with the Director of BPI on cross‑functional initiatives where CES improvement intersects with process improvement.
• Own the monthly CES tracking process across all ten elements, with visibility at division, region, and branch level.
• Identify trends, outliers, and deteriorating elements, translating findings into prioritized action for the CX team.
• Benchmark Central Division CES performance against other divisions monthly and elevate gaps to leadership.
• Prepare executive‑ready CES performance summaries and initiative updates for the Director of Customer Experience and Division leadership.
• Apply Six Sigma methodology to diagnose recurring CES drivers, design corrective actions, and sustain improvements.
• Conduct comprehensive root cause analysis for high‑impact CES elements, converting findings into structured improvement plans with owners and timelines.
• Support internal process benchmarking to identify and replicate best‑in‑class practices across the division.
• Champion a culture of continuous improvement within the CX team and cross‑functional partners.
• Leverage data from SAP ECC, SAP BW, and the CES Power BI dashboard to diagnose score components and build analytical foundations.
• Maintain and evolve reporting tools that provide the CX team with timely, actionable visibility into CES performance.
• Assess the effectiveness of improvement initiatives through data and adjust approaches based on outcomes.

• Bachelor’s degree in Business Management, Finance, Engineering, or related field.
• Formal project management or process improvement certification is a plus (PMP, Six Sigma Yellow Belt, Green Belt, or equivalent).
• 5+ years in roles leading cross‑functional projects or back‑office operations within a business unit, preferably in distribution or industrial environments.
• 3+ years of demonstrated experience influencing and collaborating with stakeholders across multiple organizational levels without direct authority.
• Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and Google Suite.
• Experience with SAP ECC, SAP BW, and Power BI or similar reporting platforms.
• Proven ability to drive results in a matrixed environment where influence and credibility replace formal authority.
• Strong communication and presentation skills, comfortable engaging operational teams and senior leadership audiences.
• Entrepreneurial and adaptive mindset: comfortable setting structure in ambiguous…